cemetery management may 26, 2005 by john williams

Cemetery ManagementCemetery Management

May 26, 2005May 26, 2005

By John WilliamsBy John Williams

FoundationFoundation

Florida Law, Rules, Etc.Florida Law, Rules, Etc.

Cemetery By-laws – general Cemetery By-laws – general

Cemetery Rules and Regulations - Cemetery Rules and Regulations - specificspecific

Dedicated, Attentive StaffDedicated, Attentive Staff

Primary ActivitiesPrimary Activities

Sales/Family ServiceSales/Family Service

AdministrationAdministration

Operations/MaintenanceOperations/Maintenance

SalesSales

PresentationPresentation

MapsMaps

Price Lists/Price DisclosuresPrice Lists/Price Disclosures

Contracts Contracts

PresentationPresentation

Sales/Family Service PersonnelSales/Family Service Personnel LicensedLicensed TrainedTrained

Presentation MaterialsPresentation Materials Easily understood or explainedEasily understood or explained Retention of materialsRetention of materials

MapsMaps

Each garden, mausoleum, columbarium, Each garden, mausoleum, columbarium, etc.etc.

Properly labeledProperly labeled

Color coded Color coded Sold/AvailableSold/Available IntermentsInterments LandscapingLandscaping

Numbering SystemsNumbering Systems

Garden, Lot, Block, SpaceGarden, Lot, Block, Space

Building, Level, SpaceBuilding, Level, Space Unique numbersUnique numbers Spacing optionsSpacing options

Tandem (Head to Head)Tandem (Head to Head) CouchCouch SingleSingle

Garden MapsGarden Maps

Price Lists/DisclosuresPrice Lists/Disclosures

Price lists should be prepared and datedPrice lists should be prepared and dated

Everything offered by the cemetery should Everything offered by the cemetery should be included on the price listbe included on the price list

Discounts aren’t unusual for advance Discounts aren’t unusual for advance planningplanning Available to allAvailable to all Discount programs should be documentedDiscount programs should be documented

ContractsContracts

Approved by DFSApproved by DFS

Main sectionsMain sections Burial rightsBurial rights MerchandiseMerchandise ServicesServices FinancingFinancing

Multi-part with customer getting a copyMulti-part with customer getting a copy

Changes?Changes?

ContractsContracts

Sign-outSign-out Control SheetControl Sheet Separation of dutiesSeparation of duties

RecordRecord ActiveActive VoidsVoids CancelsCancels

AdministrationAdministration

Contract processingContract processing

Interment order processingInterment order processing

Burial processingBurial processing

MiscellaneousMiscellaneous Cancelled contractsCancelled contracts DisintermentsDisinterments

Contract ProcessingContract Processing Entered into management softwareEntered into management software

TrustingTrusting Maps (if applicable)Maps (if applicable) Contract RecordContract Record

Contract should be checked for:Contract should be checked for: AccuracyAccuracy Addition errorsAddition errors

Burial rights sold should be:Burial rights sold should be: Recorded in a “lot book”Recorded in a “lot book” Removed from maps as availableRemoved from maps as available

Contract ProcessingContract Processing

““AN” and “PN” stampsAN” and “PN” stamps

Merchandise stampsMerchandise stamps

Customer index cardCustomer index card

Approval of General Manager or other Approval of General Manager or other authorized employee (e.g. Owner or Officer)authorized employee (e.g. Owner or Officer)

Contract Processing (PIF)Contract Processing (PIF)

If family wishes, deliver/install If family wishes, deliver/install merchandisemerchandise

Double check lot book entryDouble check lot book entry

Prepare “Certificate of Interment Prepare “Certificate of Interment Rights”Rights”

Interment Order ProcessingInterment Order Processing

Verify site location againstVerify site location against Lot bookLot book MapMap Customer cardCustomer card ContractContract DeedDeed

Example of an Interment Order

Interment Order ProcessingInterment Order Processing

Verify completion Verify completion of lot diagramof lot diagram

Interment Order ProcessingInterment Order Processing

Indicate whether memorial has been Indicate whether memorial has been installedinstalled

Stamp back of interment order for Stamp back of interment order for future sign-offsfuture sign-offs

Sign-off and deliver to SuperintendentSign-off and deliver to Superintendent

Burial ProcessingBurial Processing

Update lot book Update lot book

Log in burial bookLog in burial book

Release applicable monies from trustRelease applicable monies from trust

Finalize the interment orderFinalize the interment order

Cancelled ContractsCancelled Contracts

FilesFiles

Trusting implicationsTrusting implications

Lot book, mapping Lot book, mapping

DisintermentsDisinterments

Proper authorizationsProper authorizations Authorized by all in highest class of next Authorized by all in highest class of next

of kinof kin Can require court orderCan require court order

Lot book/mapping changesLot book/mapping changes

Operations/Maintenance Operations/Maintenance ActivitiesActivities

Interments, entombments, inurnmentsInterments, entombments, inurnments

Merchandise/Memorial installationMerchandise/Memorial installation

Landscape maintenanceLandscape maintenance

Hardscape maintenanceHardscape maintenance

Equipment maintenanceEquipment maintenance

Identification and Confirmation Identification and Confirmation of Location for Intermentof Location for Interment

Administration prepares the interment orderAdministration prepares the interment order

Grounds personnel locates grave/signatureGrounds personnel locates grave/signature

Family service confirms site by using map Family service confirms site by using map book and pins/signaturebook and pins/signature

Office Manager or General Manager Office Manager or General Manager independently confirms site/signatureindependently confirms site/signature

Grave ExcavationGrave Excavation

Opening should be 3’ wide by 8’ tallOpening should be 3’ wide by 8’ tall

Opening should be 60” deepOpening should be 60” deep

Sides should be straight and bottom levelSides should be straight and bottom level

Trench Box (OSHA & practical Trench Box (OSHA & practical requirements)requirements)

Trench BoxTrench Box

Graveside SetupGraveside Setup

Grave ClosingGrave Closing

Backfill/Backfill/CompactionCompaction

SoddingSodding

IrrigationIrrigation

Mausoleum EntombmentMausoleum Entombment

Crypt closureCrypt closure

VentilationVentilation

DrainageDrainage

Merchandise/Memorial Merchandise/Memorial InstallationInstallation

Written work order (separation of duties)Written work order (separation of duties)

Checked by SuperintendentChecked by Superintendent

Checked by Family Service/Office PersonnelChecked by Family Service/Office Personnel

Errors in memorial installation can lead to Errors in memorial installation can lead to big problems!big problems!

Merchandise/Memorial Merchandise/Memorial InstallationInstallation

GravesGraves String line across three lot pinsString line across three lot pins Pin center of gravePin center of grave Memorial should be centered and 2-3” Memorial should be centered and 2-3”

from top of grave linefrom top of grave line

Merchandise/Memorial Merchandise/Memorial InstallationInstallation

Mausoleum and Niches/Columbarium Mausoleum and Niches/Columbarium Bronze, lettering, carvingBronze, lettering, carving TemplatesTemplates

Uniform appearance is soughtUniform appearance is sought

Memorial InstallationMemorial Installation

Landscape MaintenanceLandscape Maintenance

Grass should be mowed regularlyGrass should be mowed regularly

Grass should be edged from memorials, Grass should be edged from memorials, roadways and walksroadways and walks

IrrigationIrrigation

Fertilization, Pest/InsectFertilization, Pest/Insect

Landscape MaintenanceLandscape Maintenance

Hedges/shrubs should be sheered Hedges/shrubs should be sheered regularlyregularly

Trees should be prunedTrees should be pruned Turf enhancerTurf enhancer Tree healthTree health

Landscape MaintenanceLandscape Maintenance

Mulch beds should be maintainedMulch beds should be maintained

FlowersFlowers Artificial - fadingArtificial - fading Real - dyingReal - dying

Hardscape MaintenanceHardscape Maintenance

Walks and roads should be free of Walks and roads should be free of debris, grass clippings, etc.debris, grass clippings, etc.

Concrete fixtures, walls, etc. Concrete fixtures, walls, etc. Pressure cleaned once a yearPressure cleaned once a year Painted routinelyPainted routinely

Hardscape MaintenanceHardscape Maintenance

Mausoleums roof-tops (if concrete) Mausoleums roof-tops (if concrete) should be sealed every 2-3 yearsshould be sealed every 2-3 years

Asphalt roadsAsphalt roads Sealed every 5 yearsSealed every 5 years Resurfaced every 15-20 yearsResurfaced every 15-20 years

Maintenance RequestsMaintenance Requests

Maintenance work order prepared by Maintenance work order prepared by administrationadministration

Issued to and completed by Issued to and completed by SuperintendentSuperintendent

Site review by administration Site review by administration

Equipment MaintenanceEquipment Maintenance

Mausoleum lifts, lowering devicesMausoleum lifts, lowering devices

Tractors, mowers, etc.Tractors, mowers, etc. No leaksNo leaks Working conditionWorking condition

SummarySummary

Florida LawFlorida Law

Cemetery By-lawsCemetery By-laws

Cemetery Rules and RegulationsCemetery Rules and Regulations

Dedicated, Attentive StaffDedicated, Attentive Staff